774 results found
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Call Reporting \ Analytics for the Standard User
We need a feature for standard users to have call metrics so they can review how many calls they made and received. A dashboard similar to Analytics for administrators. Currently, Analytics displays all users calls, but want this feature only tied to the users account so they can only see their call metrics.
4 votes -
Ability to report on metrics over time
Would love the ability to pull reports for things like talk time and total calls over the course of weeks or months at a time vs. needing to pull all of that independently; currently pulls the total, but unable to break that down into detail
2 votes -
International Calls Report please
Hi, it would be really helpful if on our analytics reports we can filter it out to only show International reports. We could really use it on our end.
14 votes -
Add KPIs from Performance report to LOB Analytics
Available vs unavailable hours per Queue memberAvailable start time (per day) per Queue memberAvailable end time (per day) per Queue memberBusy hours average (Busiest hour of the day on average)Busy day average (Busiest day of the week on average)Ability to compare week to week OR month to monthAverage talk time per Queue MemberCall Rating average total and per Queue memberTotal calls NOT answered by an available agentTotal calls NOT answered because all agents were unavailable
3 votes -
Immediate Security DATA PROBLEM
You are providing to much access for employees to be able to view call logs and analytics when this level of data is not needed for their job. Employees are able to log in, web or app, and view the call logs (and corporate analytics) of the entire company and then download the entire log. The APP allows an employee to view analytics and billings. This is not acceptable. CHANGE REQUEST: As a company and client, WE should be able to limit or grant the data any employee as access to. The min is a phone and voicemail. This current…
2 votes -
Add Speed of Answer to Performance Reports for Calls
We want to be able to calculate our service level (for example, we answer 90% of calls within 20 seconds) based on a certain time frame. To be able to do that, we need to see the time the call is answered or the speed of answer for each individual call. This will just need to be added as a column to the Call Performance Report as a column we can add and export.There is already a service level widget on the Analytics report and an average speed of answer for the users so the data is being captured, but…
7 votes -
RingCentral Analytics: Date Format option for Day/Month
Please may we request the ability to set/change the date format in RingCentral Analytics?Currently the format is Month/Day, but here in the UK we are accustomed to working with the Day/Month format.
3 votes -
RingCentral Analytics Company Numbers - Calls to Informational IVRs are logged as missed
RingCentral Analytics Company Numbers - Calls to Informational IVRs are logged as missed.Hi,We have noted that when a caller reaches an IVRs and then the caller hangs up after listening to the IVR, this will get logged as "missed" in the company numbers report.Can there be an option to filter out IVRs or possibly only filter on calls to users/queues only.In our scenario, this is not really deemed a miss call because the caller may have got the information they needed from the IVR prompt e.g. Contact XYZ, Opening hours are XYZ.Hope this makes sense!
2 votes -
ADD CURRENT ACTIVE CALL LENGHT TIMER IN LIVE REPORTS
Cust needs to see the active call's timer so they can see the real time call lenght of the current call for any given agent in a queue.
1 vote -
Analytics on returned missed calls and voicemails
it would be useful to be able to analyze which missed calls and voicemails have been returned. We are operating medical practice and our goal is to return all voicemails ASAP. Currently we are exporting all the calls in the Excel and then through some number crunching finding out which voicemails and missed controls have not been returned. If such analytics feature exists, it would save lots of time to do Excel work.
4 votes -
Report showing Users and CQG Voicemails
Would like a report that shows you users/CQGs current number of VMs in their VM inbox. Would like to see date of oldest unheard and total unheard as well as total count of all VMs (both unheard and heard)
5 votes -
Analytics for Call Queue Manager
as per user i'd like to request that there be an option for a call queue manager to run analytics on their call queue. to me that seems sensible.
5 votes -
Report of Users on a User Template
There needs to be a report showing who is assigned to a user template. There is currently no way to tell if a user is assigned to a user template. Have a report or some indication on the user to show they are on a user template will ensure the correct people are assigned to a user template, and allow us to make updates if needed.
7 votes -
Live Reports : Need to widget to reflect multiple queues
Need there to be one widget that is reflecting more than one queue. Currently when a widget is created for Queue monitoring and Queue calls, you can only select one queue per widget and not multiple.
3 votes -
Analytics metric color options
The primary and secondary metric colors on the graphs are static. Users with color blindness have difficulty differentiating the two colors. Color options on these metrics would allow them to customize to their needs.
5 votes -
Delegated Line reporting needs improvement
We have recently migrated from a Call Queue to a Delegated Line configuration for our Customer Service team. The change came with some great improvements to call handling, but has shown a significant flaw... no reporting of call activity in Analytics.The ProblemA week after activating the Delegated Line our business owner asked a simple question, "over the last 7 days who has been answering the Customer Service calls?"Simple question, but there is no answer!Accessing Avaya Cloud Analytics showed two issues, delegated line calls are not included in any of the standard call and performance reports. In fact, the Inbound call…
1 vote -
Graphs showing individaul/ user KPIs
Under, Performance reports, you are given KPI info in a graph form, for the company as a whole.what we are asking for the graph to be available for the user information as well.
2 votes -
Missed call and schedule call reports request via email
Missed call and schedule call reports request via email
1 vote -
Link to share live reports
It would be great if you could create a link in analytics to share a report with someone rather than only downloading or subscribing. This would allow for a lot more SIMPLE dashboard integrations. Thanks!
5 votes -
Reports on text messages that go outside the company
Our callers also use text messages to reach customers. It would be good to see how many times they reach out via text as well as by calling.
4 votes
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